Ombudsman highlights learnings from three landlords to prevent decant failings

At Trident, the case came after a resident was relocated for a year while the housing association dealt with a leak. The ombudsman found that the landlord often had no records of the move or not able to update the tenant on what was happening.

Trident’s decant policy at the time was overdue for a review, brief and not supported by any procedure documents. It was also not resident-focused or considerate of individual circumstances.

The independent review found that staff did not know this old policy had ever been in place. It also stated there was no oversight of the decant service. This meant the resident was left in a hotel with no fridge or chair.

The housing association has now developed a new policy that ensures residents are fully consulted before any move. It also makes sure communication is maintained during the period of the move.

The landlord said: “Trident acknowledges the impact this case had on the resident and deeply regrets the distress caused. We have taken the ombudsman’s findings seriously and used them as a catalyst for meaningful change.”

The new policy includes a detailed risk assessment and sets out the responsibilities of the organisation and individual staff at all stages of the temporary move.

Trident added: “Recognising the importance of tailored support, we appointed a well-being and decant officer to assist vulnerable residents and minimise time spent in temporary accommodation. 

“We also introduced a new access policy to guide staff in managing non-engagement proactively. To strengthen our response this policy includes a framework for timely legal support where necessary.”

Plus, temporary moves are now reviewed by the association’s executive team and discussed in senior meetings.

In the case of Wigan Council, a wider order was made following a severe maladministration finding, in which the landlord refused to provide a temporary move. This meant the resident had to live in a caravan, which had a negative impact on their children.

The council said: “The investigation highlighted significant shortcomings in applying our decant policy, documenting decisions and communicating empathetically during a period of displacement.

“We recognise that failing to assess and record the resident’s needs caused prolonged hardship and distress, which was unacceptable.”

The independent review into the council’s temporary moves found 37 cases, with the longest being 888 days. The average temporary move was 286 days.

It also found that a decision not to move a resident temporarily out of their home was not recorded. The council has agreed to address this with immediate effect.

At 21,000-home association Moat, an independent review was ordered following a failure to decant in a case of structural, damp and mould severe maladministration finding. A lack of records made it hard to know why a temporary move was not arranged, despite being promised in a Stage 2 letter. 

The resident eventually ended their tenancy because no temporary move was offered even when the repair work began.

The landlord has now introduced a vulnerable resident, temporary moves, risk triangulation case meeting. These meetings cross-check temporary moves, complaints, customer non-contact, no access, complex repairs and vulnerable customers. 

Moat said: “We’re truly sorry for failing our customer and for the distress this has caused. We should have done more to keep them updated, manage our contractor and proactively follow up on our promises. We’re acting on the ombudsman’s recommendations to make meaningful improvements.

“We’ve introduced new roles and ways of working in our quality homes and asset team, so we can better monitor our contractors and manage their performance. Our new contract liaison officers will ensure our customers are updated and this communication is regular and timely.”

Housing ombudsman Richard Blakeway said: “These cases show the human cost of poorly handled temporary moves.

“The disruption, financial implications and shortage of alternative accommodation mean landlords, and sometimes residents, can be reluctant to make a temporary move. These reviews reveal landlords acting too late to make the move or losing sight of the resident who has been relocated. This meant one resident was displaced for 888 days.

“There are strong reoccurring themes across three different landlords: unclear procedures, inadequate oversight, poor communication and records, and a loss of focus on the individual’s circumstances.

“Awaab’s Law places clearer responsibilities on landlords around temporary moves. These reviews provide valuable learning for other landlords to test whether their policy and practices are robust, helping to ensure they can meet the new regulations and provide better outcomes for residents.”